This module is for anyone wishing to familiarize themselves with Service operations, the principles, processes, activities and functions of management and operation of ICT infrastructures. This knowledge enables organizations to keep more efficient control of their operations and increases the quality of IT Service Management.

Eligibility for Examination:

To be eligible for the ITIL
Intermediate Qualification: Service Operation examination, the candidate
shall fulfill the following requirements:

At least 21 contact hours (hours of
instruction, excluding breaks, with an Accredited Training Organization
(ATO) or an accredited e-learning solution) for this syllabus, as part
of a formal, approved training course/scheme

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable>

Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate

It is also recommended that students
should complete at least 21 hours of personal study by reviewing the
syllabus and the Service Operation book in preparation for the
examination

Target group
You are a CIO, CTO, manager, team leader, designer, architect, planner, IT consultant, IT audit manager, IT security manager or ITSM trainer or a member of the supervisory staff. Your role involves dealing with the operational activities of services and managing, coordinating or integrating these within the Service Lifecycle.

Context
After gaining your certificate, you will be familiar with the basics of service operations and the challenges, risks and critical success factors. You will think more from the perspective of the business than from the technology.

Prerequisites
The certificate is a follow-on after gaining the ITIL® Foundation in Service Management (possibly in combination with Bridge). You followed your training with an accredited trainer.

Exam content
Following the completion of this unit, the candidate will know:
• The importance of Service Management as a Practice concept and Service Operation Principals, Purpose and Objective
• How all processes in ITIL® Service Operations interact with other Service Lifecycle processes
• The sub-processes, activities, methods and functions used in each of the ITIL® Service Operation processes
• The roles and responsibilities within ITIL® Service Operation and the activities and functions to achieve operational excellence
• How to measure ITIL® Service Operations
• Technology and implementation considerations surrounding ITIL® Service Operation
• Challenges, Critical Success Factors and Risks associated to ITIL® Service Operation

Exam Details

Number of questions: 8

Pass mark: 70%

Open book: No

Electronic equipment allowed: No

ITIL® is a registered trade mark of AXELOS Limited . The Swirl logo™ is a trade mark of AXELOS Limited